ManyChat

Message Tags

This article in the form of an F.A.Q. explains how to start migrating to the New Facebook Messaging Policies with ManyChat by applying tags to the content sent to your subscribers over the Facebook Messenger.

New Facebook Messaging Policies are coming into effect on January 15, 2020. Before that date old policies are applied meaning that you can use ManyChat same way you did before. 

However, it is in your interest to migrate to new policies in advance by applying tags and switching to SMS and Email wherever the content doesn't fit any tag to avoid any interruptions in your bot's functioning. Messages without the tag will not be delivered to subscribers who interacted with your bot over 24 hours ago after January 15, 2020.

This article will be updated on a regular basis as we will be receiving more questions from you. Questions can be addressed to our Support Team.

  1. Q: What is this Message Tags feature about? How is it related to Facebook’s Messaging Policy?

A: If you have this question, it’s time to get familiar with one of the recent Facebook announcements regarding the platform messaging policies

Long story short: as a user of the Messenger Platform, you were always required to specify a tag that fits your case of non-promotional message in order to reach subscribers of yours whose last interaction with your bot was more than 24 hours ago. 

So far you’ve only needed to do this for Broadcasts because for all the other messages ManyChat applies a single special tag. However, starting January 15th, 2020, this magical tag disappears and everyone will be asked to choose from 4 new tags that are far more specific

  • CONFIRMED_EVENT_UPDATE 
  • POST_PURCHASE_UPDATE 
  • ACCOUNT_UPDATE 
  • HUMAN_AGENT

Message Tags allow you to assign one of those tags to any message sent after the 24 hour messaging window:

   

Facebook uses this tagging policy to protect Messenger users from getting lots of spam messages coming from irresponsible businesses.  

Mind that policy changes are not limited by the new tags only. So be sure to read this announcement.

  1. Q: So January 15th, 2020 has not come yet. Why should I care about trying something that will be enforced by Facebook 2.5 months from now?

A: Use this opportunity to play with the feature and apply it to as many cases as possible. Believe us, you will come across a few tricky situations and you want to be prepared for them before January 15th, 2020. Especially if you or your client have a really big bot with complex automation. Do not hesitate to ask us about those cases that you are not sure how to handle. Mention @Jenya Dzen in the ManyChat Community on Facebook or write to our Support Team.

  1. Q: OK, I got an early access to Message Tags. But I have plenty of stuff to tag. What is going to happen to messages I don’t tag?

A: Everything will work the same for untagged messages until the policies come into effect. Here’s a little tip for you:

How will ManyChat  handle an UNTAGGED message?

BEFORE January 15th, 2020

AFTER January 15th, 2020

  • Will be sent to subscribers in the same way it always used to be sent. Even if they are outside 24-hour messaging window. Such behaviour in any Flow will not be considered by Facebook as policy violation provided that the content is non-promotional.

  • Will NOT be sent to subscribers if they are outside the 24 hour messaging window.

  1. Q: Is there any way ManyChat can protect me from being banned for sending non-compliant messages after January 15th, 2020?

A: Yes, we will protect you from violating policies by blocking any untagged message if someone who was supposed to receive it left the 24 hour messaging window. Be it Sequence, Rule, or Smart Delay inside the Flow, we will never send it to anyone who is not eligible for this based on their messaging window.

However, we cannot help in situations where you miss-tagged a message that contains promotional content or does not fit the selected tag. Once the message is tagged it will be sent by ManyChat when it is triggered. It is your responsibility to ensure a match between message tag and message content. Tagged messages with inadequate content is subject to monitoring by Facebook and may cause a page ban.

  1. Q: Are there cases where I don’t need to consider tags and just leave it as it is?

A: Yes there are. If you're 100% sure that you designed your automation in a way that makes it impossible for the subscriber to receive your message outside the 24-hour messaging window, then you don’t have to tag it at all. For instance, you do not need to tag any messages that are chained to the buttons or quick reply buttons. Those elements would essentially mean subscriber’s interaction with the bot, and any interaction immediately prolongs messaging window for another 24 hours.

  1. Q: There are only 4 tags Facebook suggests to use after January 15th, but my bot has automation for so much more than that. 

For example: “I used to re-engage people outside 24-hour messaging window by asking their astrological sign to recommend fabulous bags based on that. What do I do now?”

A: Facebook now limits re-engagement to 4 cases mentioned above. To maintain the same scenarios of communication you should consider substituting Messenger steps with SMS or Email steps. We recommend you start gathering that contact information and opt-in permission sooner than later.

  1. Q: I can see only 3 tags in ManyChat’s interface. What’s up with the Human Agent tag?

A: The Human Agent tag is currently not available (Facebook is running a closed beta for it right now). When it’s available, we will apply it automatically whenever you send something from the Live Chat.